Citizens and Service Delivery

Abbreviations

ATI BOS CBPS CCT CIEN CRAS CSO DFGG DPL EBRD FTA FY GAC GRM HD HEPS HNP HSNP IFAI

access to information School Operational Grant Centre for Budget and Policy Studies (India) conditional cash transfer Centro de Investigaciones Econ贸micas Nacionales (Guatemala) Centros de Referencia de Assistencia Social (Brazil) civil society organization demand for good governance development policy loan European Bank for Reconstruction and Development financial transparency and accountability fiscal year governance and anticorruption (strategy) grievance redress mechanisms human development Health Promotion and Social Development (Uganda) health, nutrition, and population Hunger Safety Net Programme (Kenya) Instituto Federal de Acceso a la Informaci贸n P煤blica (Mexico) xv

Citizens and Service Delivery

Published on Nov 18, 2011

World Bank Publications

About

Governments, NGOs, and donors alike have been experimenting with various “social accountability” tools that aim to inform citizens and communities about their rights, the standards of service delivery they should expect, and actual performance, and facilitate access to formal redress mechanisms to address service failures. The report reviews how citizens – individually and collectively – can influence service delivery through access to information and opportunities to use it to hold providers – both frontline service providers and program managers – accountable. It focuses on social accountability measures that support the use of information to increase transparency and service delivery and grievance redress mechanisms to help citizens use information to improve accountability

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